Sarawut Khamphant (Toto) – Head Butler

Sarawut Khamphant (Toto) – Head of Butler Service, 137 Pillars House, Chiang Mai

In this interview, Sarawut Khamphant, affectionately known as Toto, shares insight into his role as Head of Butler Service at 137 Pillars House, Chiang Mai.

 What do you do?

I am a Head Butler at 137 Pillars House, Chiangmai. For my 10 years of experience, I primarily make room arrangements and check for tidiness and neatness. I meet all the guests in person upon their arrival and personally assist guests during their stay. I make sure all the guest’s preferences and expectations are met.

How did you get into the industry?

I first worked at Kasikorn Bank as a Housing Loan officer for about one and a half years. While there, the idea of being in the hotelier business came to mind. So, I applied for a new position as concierge staff at the Raming Lodge Hotel here in Chiangmai 15 years ago. 

Share with us a story from behind the scenes.

There was this one time when a guest arrived, and we saw their birth date on the passport. I arranged with colleagues for a birthday cake and waited in their room for them to return. We sang a birthday song when the guests opened the door to their room, and they were indeed surprised!

What food memory from your childhood or travels stands out?

A beef shank that is prepared in the northern-style Hung Lay Beef Curry. My ‘Auntie’ and I used to make it as part of a family business when I was young, and we sold it online all over Thailand. My Auntie and I both love the sea and seafood with spicy sauce when we travel to the south of Thailand.

What’s the best/ worst part of your job?

The best part of my job is always when the guest says, “Thank you so much, Toto. I really loved and enjoyed the suggestions you made for us”. The worst part is when something happens where I did not meet the guest’s expectations.

What’s one of your favourite food and beverage pairings?

Northern-style Thai food, seafood, tonic water, and red wine.

What’s one of the funniest things you’ve seen behind the scenes?

On one particular evening, we had a couple staying with us on their honeymoon. The staff was alerted to the fact that there was a small gecko in the room that was causing the couple to freak out. The staff arrived and scurried about the room, chasing the gecko as it quickly darted around, escaping capture at every attempt. Finally, the gecko escaped out under a door, and the tired and exasperated staff went back to work.

The perfect day off would be…

Laying down by the beach and enjoying seafood.

A day in the life of Sarawut Khamphant is …

Meeting with staff, greeting incoming guests, saying goodbye to departing guests, checking rooms, etc.

What does Sarawut Khamphant do for fun?

Cook with Auntie or drive somewhere and try new cuisines.

What would you like guests to know about 137 Pillars House?

137 Pillars House is set on a historic 19th-century property that offers a refined Colonial-style hotel that is a 15-minute walk from the Night Bazaar and other attractions. We pride ourselves on the polished rooms that feature furnished balconies, outdoor shower cabins, and en suite bathrooms with Victorian tubs, as well as free Wi-Fi, flat-screen TVs, safes, and espresso machines.

How have you grown in your profession? What are your key learnings from your start in the industry until now? Any misconceptions?

I have worked from the ground up to my current position and have learned every aspect of the hotelier business. Having learned English has been an immense help in dealing with guests and having a better understanding of their needs and desires while staying at 137 Pillars. My main misconception early on was just how multi-functional one needs to be to be successful.

What do you want people to know about being a Hotel Butler as a profession?

The job requires a pleasant personality all of the time while providing the daily guests’ needs with a smile, especially when they’re upset. Solving their problems, including suggesting dining and entertainment venues, making reservations, and providing directions and information about local points of interest, is a daily occurrence.

What’s your view on the hotel scene in Chiang Mai?

Following the end of COVID-19, the hotel industry has become much more competitive with the increase of so many venues, everything from Mom & Pop room rentals to 5-star hotels, all competing for the visiting tourist trade. So, there is an increasing emphasis on staying on top of your game and standing out from the crowd.

What practices do you currently implement or hope to implement to work towards social responsibility and sustainability in the future?

Currently, we are making more use of the digital world by reducing paper, using QR codes for payments, and sending emails for receipts. We also ask guests to place a tray on the bed if they don’t want the linens changed to reduce water, etc. We also support two local charities in Chiang Mai.

What can guests look forward to in the upcoming months? 

Christmas Eve on the 24th of December … the guests can enjoy the Gala dinner at our resort.

Read more interviews similar to this one with Sarawut Khamphant here, and stay updated with the latest gourmet and travel recommendations here and here.